Description

Position Description

Title: IT Service Desk Tier 1

Functional: Information Technology 

Reports To: IT Team Lead 

Salary: Hourly; Exempt

Bonus Potential: Per KPI Metrics

Last Update March 2024

Job Description

We are seeking an IT Service Desk Tier 1 who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to customers in person, over the phone, or via e-mail using the IT ticketing system. 

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or in person.
• Diagnose, research, and resolve tier 1 technical hardware and software issues.
• Effectively advise and assist customers on appropriate action.
• Provide accurate information on IT products and services.
• Direct unresolved issues to the next level of support personnel.
• Identify and escalate situations requiring urgent attention.
• Maintain the highest possible level of customer service.
• Work with vendors and internal stakeholders to ensure accurate, effective training content.
• Other duties as assigned.

Qualifications

• Associate's degree and 2 years of helpdesk work experience, required.
• Strong customer support skills
• Excellent written and verbal communication skills
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn and flexibility with the ability to multi-task.
• Possess attention to detail and follow-through.
• Ability to be flexible, multi-task, and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.
• Able to lift at least 50 pounds.